Implementation of the Surabaya Single Window Alfa Application in Improving Public Service Quality in Sidotopo Wetan Urban Village, Kenjeran District, Surabaya City

Mochammad Roihan Allamsyah; Agus Sukristyanto; Rachmawati Novaria

doi:10.55927/eajmr.v4i12.533

Authors

Mochammad Roihan Allamsyah Universitas 17 Agustus 1945 Surabaya
Agus Sukristyanto Universitas 17 Agustus 1945 Surabaya
Rachmawati Novaria Universitas 17 Agustus 1945 Surabaya

DOI:

https://doi.org/10.55927/eajmr.v4i12.533

Keywords:

Policy Implementation, Public Service, Surabaya Single Window Alfa, E-Government, Sidotopo Wetan Urban Village

Abstract

This study aims to analyze the implementation of the Surabaya Single Window (SSW) Alfa application in improving public service quality in Sidotopo Wetan Urban Village, Surabaya. The background of this research is the transformation of public services from manual to digital to overcome bureaucracy inefficiency. Using a qualitative descriptive method with a case study approach, data were collected through interviews, observations, and documentation. The analysis employs Soren C. Winter's implementation theory, focusing on organizational behavior, street-level bureaucrats, and target group behavior. The results indicate that the implementation of SSW Alfa has improved service transparency and efficiency. Organizational coordination between the Urban Village, Diskominfo, and DPMPTSP runs effectively. However, challenges remain regarding street-level bureaucrats' varying technical competencies and the target group's digital literacy gap. Inhibiting factors include limited infrastructure (hardware and network stability) and social-cultural barriers among elderly citizens. It is concluded that while SSW Alfa structurally enhances service quality, continuous infrastructure upgrades and intensive socialization are required for optimal inclusivity.

References

Adlini, M. N., Dinda, A. H., Yulinda, S., Chotimah, O., & Merliyana, S. J. (2022). Metode Penelitian Kualitatif Studi Pustaka. Jurnal Pendidikan Edumaspul, 6(1), 974–980.

Creswell, J. W. (2014). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (4th ed.). SAGE Publications.

Dwiyanto, A. (2010). Manajemen Pelayanan Publik: Peduli, Inklusif, dan Kolaboratif. Yogyakarta: Gadjah Mada University Press.

Gaba, F. V. B., Widiyanto, K., & Puspaningtyas, A. (2024). Reformasi Pelayanan Surabaya Single Windows (SSW) Alfa Menggunakan Pendekatan Dynamic Governance di Kelurahan Menur Pumpungan Kota Surabaya. PRAJA Observer: Jurnal Penelitian Administrasi Publik, 4(04), 199–216.

Indrajit, R. E. (2006). Electronic Government: Strategi Pembangunan dan Pengembangan Sistem Pelayanan Publik Berbasis Teknologi Digital. Yogyakarta: Penerbit Andi.

Khairudin, K., Jatmikowati, S. H., & Iswati, S. (2021). Inovasi Pelayanan Publik Berbasis E-Government (Studi Kasus Penerapan Aplikasi Surabaya Single Window di Kota Surabaya). Jurnal Respon Publik, 15(6), 82–89.

Kurniawan, Y. D., & Prabawati, I. (2021). Evaluasi Layanan Surabaya Single Window (SSW) Pada Unit Pelayanan Terpadu Satu Atap (UPTSA) Kota Surabaya. Publika, 9(1), 227–238.

Marwiyah, S. (2023). Konsep Pelayanan Publik. Surabaya: Unitomo Press.

Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). SAGE Publications.

Moleong, L. J. (2017). Metodologi Penelitian Kualitatif (Edisi Revisi). Bandung: PT. Remaja Rosdakarya.

Ningrum, H. S., & Sukarno, G. (2024). Surabaya Single Window Alfa: Inovasi Layanan Perizinan Berbasis E-Government untuk Mewujudkan Smart City di Kota Surabaya. PADMA, 4(1), 290-302.

Pemerintah Kota Surabaya. (2021). Peraturan Walikota Surabaya Nomor 41 Tahun 2021 tentang Perizinan Berusaha, Perizinan Non Berusaha, dan Pelayanan Non Perizinan. Surabaya: Berita Daerah Kota Surabaya.

Rahmawati, D. F. A., & Hertati, D. (2022). Inovasi Program Aplikasi Surabaya Single Window Alfa Dalam Meningkatkan Pelayanan Perizinan Online. Societas: Jurnal Ilmu Administrasi Dan Sosial, 11(2), 155–166.

Republik Indonesia. (2009). Undang-Undang Nomor 25 Tahun 2009 tentang Pelayanan Publik. Jakarta: Lembaran Negara Republik Indonesia.

Septian, E., & Kriswibowo, A. (2024). Faktor Sukses E-Government dalam Pelayanan Perizinan Melalui Surabaya Single Window (SSW) Alfa di Kota Surabaya. Ganaya: Jurnal Ilmu Sosial dan Humaniora, 7(1), 177-190.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta.

Winter, S. C. (2003). Implementation Perspectives: Status and Reconsideration. Dalam B. G. Peters & J. Pierre (Eds.), Handbook of Public Administration (hal. 212-222). London: SAGE Publications.